Support Analyst

What can you expect?

The Support Analyst will provide front-line primary functional and technical support to end users on various business and technical issues.

They will also be responsible for responding to and resolving service tickets in a timely manner according to SLA. The candidate must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the next support level.

Finally, the Support Analyst will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.

General Skills:

Taking ownership of customer issues reported and seeing problems through to resolution.Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.Ask customers targeted questions to quickly understand the root of the problem.Ensure all issues are properly logged.Prioritize and manage several open issues at one time.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.Prepare accurate and timely reports.Document technical knowledge in the form of notes and manuals.Maintain jovial relationships with patform users.Ability to work under pressure and prioritize

Technical Skills:

Database: MySQL, Oracle, MongoDB and SQLHands-on experience with Windows/Linux/Mac OS environments.JIRA/Git/GitHub/ServiceNow.Excellent problem-solving and communication skills.Agile (good to have)

What you need to have: 

1-3 Years of overall IT work experience preferable with knowledge on Insurance domain.Good analytical skillsGood communication skillsExperience in Incident, Problem and Change Management is good to haveGood to have ITIL certification

What makes you stand out?

Excellent Stakeholder management – Someone who can build a positive working relationship with peers/management and working with diverse business and technical user groupsShould be Assertive – Ability to confidently put forward views in diverse groupsEnglish speaking & writing

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.